We have experienced a pattern of ignorance, neglect and outright hostility from the service department at Maytag appliances and would like to make others aware of their level of customer service so that they can take that into account when they decide which appliances to spend their money on.
In January of we bought a Maytag dishwasher and an Amana refrigerator. The dishwasher was repaired three times before being replaced under the one year warranty.in August our fridge stopped working. The repairman came out, listened to the fridge, heard what we had described when we made the service call, and said he would order three parts, one of which is a compressor.
When he came back a few days later, the fridge was working. He didn't replace the compressor because " you only get one year warranty on replacement parts, not the five year warranty for the original."
A week and a half ago (early October) the fridge stopped working again. For the second time, we threw out some food and quickly cooked a lot of other things to try to save them. We called for a repair the next morning and the saga began.
When I first spoke to customer service, I asked that the repairman bring the parts with him as this was the same problem as back in August, and I asked that all parts be replaced this time. The person I spoke to who scheduled a Tuesday 7am to 6 pm appointment transfered me to customer service as the parts warranty information was wrong and said that sometimes Maytag will reimburse for lost food.
Travis in customer service agreed that the warranty info was wrong and told me that they only offer reimbursement to people who buy the extended warranty. Makes me really confident in the quality of their products.
I asked that the Tuesday appointment be before noon as I had a previous business commitment that afternoon. Travis transferred me back to scheduling as customer service doesn't have anything to do with scheduling. After repeating all my contact info and being put on hold several times, I got through to a scheduling supervisor. She said she had no control over the scheduling.
At 10:30 on Tuesday, I called to reschedule the service appointment. At 11:15, I got through and cancelled the Tuesday appointment. We rescheduled for Wednesday with a request that I be called on my cell phone 45 minutes in advance so I could come home and let the repairman in. I keep my cell on me throughout my day as I am not always at my desk.
About 3:30 Wednesday afternoon, I got a call on my work number, the repairman was sitting in my driveway. But this didn't matter as he didn't have any parts with him. He read the service call info and the info from the August service call and told me he needed to order parts. He was apologetic and genuinely helpful as he tried to reschedule the appointment for me but he eventually gave up as he couldn't get through to the scheduling people. He told me he would order the parts.
Thursday morning, I called in to try and expedite this process.
I was told the parts where in and we scheduled a 7 am to 6 pm Friday service call. Again with the cell number and 45 minute head start. At 5:45 Friday evening, I called in to see if the repairman was still coming. I was told the service call was cancelled. The parts were not available.
I asked if the parts had been reordered and was told that they hadn't been. Thursday morning they had them, Friday they were gone. No one ever considered calling to tell me.By 7:30 Friday night, after being disconnected twice and being put on hold countless times, and having to repeat every bit of information about the fridge, my phone number, name and address every time a new clerk picked up the phone; a helpful service scheduler got us an appointment for Tuesday. He also let me know I should speak to a "solutions manager".
By 8:30, we had a promise of a check for $75 dollars for the inconvenience and a promise that she would stay on top of this situation. She also mentioned that she corrected the phone number for the Tuesday appointment and added the parts to the service call as the call "didn't have parts attached to it".
Monday, we recieved a computer generated call saying that we needed to contact Maytag.
I called and was told that the compressor was on backorder.
Tonight, Wednesday at 5:30, we were told the parts were in. We now have a Friday 7 am to 6 pm service appointment. Once again, I have a Friday afternoon commitment and asked for a 7 am to noon appointment. With me on one phone and my wife on another, we spent till 8:30 getting nowhere with Maytag service. That's not really true. Among the numerous extensions that I was transfered to, was Maytag Canada. Maybe a working fridge isn't as important up there.
Given that this is a 2-1/2 year old fridge, the repair was not done properly the first time and we have had several appointments go bad, I think the least they could do is keep to a five hour appointment window. Their representatives say they can't and they will not put you through to their supervisors. They delay and disconect at every opportunity.
They funniest part is the on hold message says they are experiencing unusually high call volume.
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